We're seeking a Technical Support Engineer with a passion for learning and customer engagement to solve customer challenges, learn in a growing team, and help shape the future of our world-class artifact management platform.

About Cloudsmith

Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) built on AWS, our mission is to enable organizations to tackle scale and complexity through best-in-class artifact management and to secure software by default. Our vision is to become the software supply chain itself, powering the future of software delivery.

We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, containers, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale.

Backed by top-tier investors and on a trajectory toward IPO, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocket-ship growth story.

The Role

We have built a team that provides an experience that sets Cloudsmith apart. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot, diagnose and investigate issues, resolving core product-related challenges.

We’re looking for a dedicated and engaged Technical Support Engineer to join our growing team. Above all else, we are looking for passion, drive, a strong bias for action, and an insatiable desire to learn. We are not just looking for someone who fills all the criteria or checks every technical box on day one. We want someone who brings the right attitude, a growth mindset, and the willingness to dive in and figure things out.

As a Technical Support Engineer, you will be engaged in providing a deep subject matter expertise on the products, solutions and best practices. Working alongside CSMs to provide our customers with technical guidance, you will go in-depth on use case implementation, and demonstrate the ways to deploy and effectively leverage the product's service.

Key Responsibilities

• Technical Support: Provide quality support by diagnosing, replicating, and resolving core product-related issues for our customers.

• Implementation & Best Practices: Assist users with standard use-case implementations and help them successfully integrate the Cloudsmith platform into their CI/CD pipelines.

• Documentation & Enablement: Document your solutions by creating and updating public knowledge base articles to help customers self-serve common issues.

• Software Ecosystem Maintenance: Utilize and grow your programming experience to help troubleshoot API/CLI & CI/CD integrations and assist in maintaining helpful support scripts & tools.

• Customer Advocacy: Act as an advocate for the customer by capturing actionable feedback, escalating complex technical challenges to senior team members & engineering.

Our Team

We are building a team that is responsible for the developer experience. On a daily basis we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate and resolve core product-related issues. We develop and maintain tools and scripts to help customers succeed with our platform, while curating a public knowledge base to support customers to independently resolve common issues.

Cultural Values We’re looking for:

• A bias for action and a passion for what we do: A positive attitude and bias for action is everything. You are not expected to know everything, you may have had less experience in Dev-Ops or only just started your support journey but you must be excited by learning, growing and a drive to always improve. You proactively seek knowledge and are never satisfied with the status quo.

• Empathy + customer-centricity: You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success.

• Relentless curiosity + continuous learning: You are always eager to learn, improve, and challenge assumptions

• Bias for Action + Ownership: You take initiative, move fast, and own problems end-to-end. You’re not afraid to roll up your sleeves, even when challenges are outside your comfort zone.

• Collaboration + Candor: You value open, honest, and respectful communication. You give and receive feedback constructively and believe that the best ideas win, regardless of hierarchy.

Qualifications:

• 2+ years in Technical Product Support, a similar role, or a background in software development with a solid foundation in debugging and troubleshooting technical issues.

• Some experience or foundational knowledge in a programming language like Java, Python, or JavaScript.

• Basic understanding of software packaging, distribution concepts, and related tools.

• Exposure to, or a strong desire to learn about, cloud platforms (AWS, GCP, or Azure) and cloud-based architectures.

• Excellent problem-solving and troubleshooting skills.

• An enthusiastic and effective communicator: you should be able to appeal to and communicate with both technical and non-technical listeners alike.

• Ability to work independently and as part of a team.

• A passion and drive to learn and grow every day and a belief that no challenge is insurmountable.

Things that are bonuses:

• Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments;

  • or equivalent experience in open-source ecosystems and projects.

• Strong application programming experience, proficient in Java, Python, or JavaScript.

• Familiarity with UNIX-like systems (Linux/WSL/MacOS).

• Familiarity with Artifact and Package management, or the software supply chain.

• Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration.

Benefits, Location & Work Environment

Note: You must be based in the UK and have the right to work independently without requiring sponsorship.

Headlines

• A remote-first position based in the UK

• A competitive compensation package, including equity.

• With comprehensive health, dental, and vision insurance.

• Plus, generous annual leave and flexible working policies to suit your lifestyle.

• Including a professional development budget for conferences and training.

• In a dynamic, innovative, trust-centric, and supportive work environment.

• With the opportunity to shape a fast-growing Series B startup (and beyond).

Health and Wellness

Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer health and wellbeing benefits along with flexible family-friendly working policies.

Personal Growth

You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us.

Hybrid / Remote First

Cloudsmith is headquartered in Belfast, Northern Ireland, and we use our H.Q. regularly for activities like team planning, meets and greets, and sometimes other group activities (like games!). We also hold all-hands offsites in Belfast (or otherwise) thrice yearly, with guest speakers and team activities. Most Cloudsmithers work remotely, close and far, so we rely on our online collaboration tools; Slack is how we work.

About Equal Opportunity

Cloudsmith is an equal-opportunity employer proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce.

The Final Word

We're looking for someone who can balance growing technical expertise with profound customer empathy, has the experience to help build a world-class technical support experience, and is fearless in rolling up their sleeves when needed. We're critical infrastructure by developers, for developers and we’re building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to work on mission-critical infrastructure with a lasting impact on the software industry from today until IPO and beyond.